Job Description:

Service Desk Manager

Packsize is seeking a hands-on and strategic Service Desk Manager to lead our global support team serving core IT services and business-critical enterprise business applications. This role will unify service delivery across departments, ensuring responsive support, adherence to SLAs and security standards, driving team development and partnering with business to maintain operational excellence

Key Responsibilities

• Direct Daily Operations: Lead day-to-day operations of the global service desk, including ticket workflows, endpoint support, user accounts, and infrastructure troubleshooting. Coordinate triage and routing of business system tickets related to Salesforce, SAP, and reporting tools.

• Team Leadership: Supervise and mentor a distributed team across the U.S. and Europe; provide training, feedback, and career development. The team includes a mix of helpdesk administrators, CRM and ERP system admins, and reporting platform analysts.

• Collaboration: Partner with IT Infrastructure, Applications, and IS teams; act as the escalation point and align support to business needs.

• Event & AV Support: Oversee support for AV and IT equipment in conference rooms and critical business meetings.

• Asset & Procurement: Manage IT inventory (laptops, phones, etc.) and coordinate hardware orders for global users.

• Ticket Analysis & Automation: Monitor support trends, identify automation opportunities, and optimize workflows and documentation. Extend knowledge base and self-service options to cover common business system requests.

• Security & Compliance: Ensure endpoint compliance with security standards; support policy enforcement using Microsoft Intune; coordinate with the application and security teams.

• Software Licensing Oversight: Oversee end-user software licensing, including evaluating tools, auditing usage, and managing vendor renewals and compliance.

Experience and Education Required

• Bachelor's degree or equivalent experience.

• 3+ years of leadership experience in a service desk, IT support or enterprise application support environment.

• Experience with IT service management(ITSM) practices, including ticketing systems, service level agreements, and knowledge base development.

Qualifications (including Knowledge, Skills & Abilities):

• Proficient in Microsoft 365, Windows 10/11, macOS.

• Experience with Microsoft Intune, Active Directory, DNS/DHCP, VPN.

• Familiarity with ticketing platforms (e.g.,ServiceNow, Freshservice, Atlassian(Jira)), asset management tools, ERP systems, and remote support solutions.

• Exposure to business systems such as Salesforce, SAP, and basic reporting tools is preferred.

• Strong verbal and written communication skills.

• Excellent organizational and project management abilities.

• ITIL experience or certification preferred.

• Ability to build and lead high-performing teams, evaluate team and individual performance, and leverage ticketing data to influence business decisions.

Physical Demands and Working Conditions:

• Must be able to lift up to 50 lbs.

• May require occasional domestic and international business travel.

• Must have a valid driver's license and clean driving record.

• Manages the on-call schedule but is not always on-call.

Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills.

If this role excites you but you don't meet each requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places.

Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills. At Packsize, we're committed to supporting the health, well-being, and financial security of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection. We also provide access to an Employee Assistance Program (EAP) to support your overall well-being.